Team Leader, Customer Care

Are you a top performer in the call centre environment looking to take the next step in your career by mentoring others? Atlantic Lottery (AL) is excited to announce openings for two (2) Team Leads in our Customer Care call centre - one permanent and one for a twelve (12) month term. As a Team Lead, you will be instrumental in nurturing the talents of our Customer Care Representatives (CSRs). Your role will involve evaluating customer interactions, providing constructive feedback, and delivering coaching sessions to help our team achieve excellence. You will also ensure that all procedural documentation and training materials are current and accessible. Additionally, you will be responsible for training new employees, and you will conduct both real-time and scheduled coaching sessions to maintain high service standards across all contact channels. Please note, this role focuses on indirect leadership and mentoring rather than formal management responsibilities.

Work Location: Office or Hybrid option working from Moncton, NB

• Onboarding/Probation: Full-time in-office for the first 6 months, based in Moncton, NB.
• After Probation: You can choose to either continue working full-time in the office or switch to a hybrid model, coming into the office 2-3 times a week on a rotation with other Team Leads.

Call Centre Operating Hours: 7 days a week, 8am - 11pm

Posting Closes: November 28, 2024

Salary Band: 11 - $63,000 and up (Individual pay is determined by factors such as job-related skills, market conditions, relevant experience, education, training and internal equity).

Qualifications

Education and Experience:

• Diploma and/or degree in Business or relevant experience.
• 5 to 7 years of experience within a contact centre.
• Must be 19 years of age or older to apply.
• Must reside in Atlantic Canada.

Professional Skills:

• Ability to provide specific, tailored feedback to inspire and guide CSRs.
• Tactful handling of sensitive situations and ensuring confidentiality.
• Strong multi-tasking, problem-solving, and prioritization skills.
• High degree of accuracy in a fast-paced, customer-driven environment.
• Dedication to meeting the expectations and requirements of internal and external customers.
• Effective relationship-building with customers, gaining their trust and respect.

Assets:

• Bilingual (English/French).

AL Benefits:

• Extended health coverage that includes medical, dental, and vision.
• Basic life insurance and disability.
• Defined Benefit Pension Plan.
• Three weeks of vacation annually (pro-rated) and 13 paid statutory holidays. Plus, we have a vacation purchasing program.
• Wellness Support: Wellness programs focused on physical and nutritional health (and more), 3 paid personal care days and a 24/7 Employee & Family Assistance Program.
• Two volunteer days per year.
• Career advancement opportunities.

Recruitment Process: Throughout your application process, you may be asked to connect with us virtually, and may not be required to meet in-person. All interviews are conducted in English, our working language, unless otherwise stated.

Internal Employees: Internal Employees interested in this opportunity must be in "good standing," which includes meeting expectations on their last performance review.

Eligibility to Work in Canada: As applicable, candidates must have acquired all required work permits/visas and other authorizations and otherwise be eligible to work in Canada at the time any offer of employment is made by AL.

Responsibilities

Employee Coaching:

• Perform quality monitoring and evaluate contact handling performance trends.
• Provide feedback, support, and training to CSRs.
• Deliver regular coaching and developmental training sessions.
• Train new hire employees and address performance issues through increased coaching sessions.
• Provide ongoing feedback to the supervisor to support the performance management process.

Intra-day Scheduling:

• Monitor schedule adherence and delegate tasks to ensure timely completion of work.
• Ensure coverage for essential shifts as required.

Process Improvement:

• Maintain and ensure adherence to procedural documentation.
• Evaluate procedural effectiveness and suggest improvements.
• Communicate procedural changes to CSRs.

Project Involvement:

• Act as a Subject Matter Expert (SME) for projects.
• Train CSRs on new processes and changes in production.

Subject Matter Expertise:

• Provide technical guidance and support for complex issues.
• Handle escalated customer contacts and provide additional resources as needed.

On-Call Rotation:

• Participate in on-call rotation as required.
• Perform other duties as assigned.

Additional Information

We are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. If you require an accommodation for the recruitment/interview process, please let us know and we will work with you to meet your needs.

We thank all applicants for their interest; however, only those selected for an interview will be contacted. Please note that the successful candidate will be subject to reference checks and mandatory criminal background checks.